Troubleshooting

App is shown as corrupted / cannot be launched

Security features or security software may incorrectly detect the application as corrupted, preventing it from launching properly.

In such cases, please check the following:

• Add gogh to the exception (exclusion) list in your security software
• Ensure that your Steam client is up to date
• Check the permissions of the Steam client itself (e.g., run as administrator)

These steps may resolve the issue, so please try them.

Windows Defender shows a virus warning.

• Windows Defender may incorrectly identify certain game files as threats, which can prevent the game from launching or downloading properly. This is a common issue seen in other Steam games as well. We have submitted a request to Microsoft for an exception for gogh, but we cannot guarantee how quickly it will be resolved.
• If you encounter this issue, please try the following steps:
  1. Steam -> Settings -> Downloads -> Clear Cache
  2. Log out of Steam and log back in
  3. Update gogh
• If the issue persists, please try excluding gogh’s installation folder in Windows Security:
  1. Open “Windows Security”
  2. Go to “Virus & threat protection”
  3. Click “Manage settings” under “Virus & threat protection settings”
  4. Click “Add or remove exclusions”
  5. Click “Add an exclusion” -> select “Folder” and add the following folders:
     • C:\\Program Files (x86)\\Steam\\steamapps\\common\\gogh Focus with Your Avatar
     • C:\\Program Files (x86)\\Steam
     • C:\\Users\\%USERNAME%\\AppData\\Local\\Steam

Installation or update gets stuck during download.

• Please try the official Steam troubleshooting steps.
• If the issue is related to Windows Defender, refer to the instructions under “Windows Defender shows a virus warning.”

Update fails on Mac.

This may be a permissions issue with Steam. Please try:

• Open System Settings > Privacy & Security > App Management.
• Turn on “Allow the apps below to manage and delete other apps.” for Steam.

The app won’t launch, or it freezes after the title screen fades to black and restarting doesn’t help.

A data mismatch may have occurred. Please run Steam’s “Verify integrity” feature.

The app gets stuck on the splash screen

Please try the following steps:

1. Delete the following folder manually:
   • Windows: C:\\Users\\{UserName}\\AppData\\LocalLow\\gogh Japan\\gogh
   • macOS: /Users/{UserName}/Library/Application Support/gogh Japan/gogh
2. Then, disable Steam Cloud Sync in your Steam client.
3. Once you can launch the app and reach the title screen, please close the app and re-enable Steam Cloud Sync.

The app is heavy or crashes.

From “Graphics” in the settings, lowering “Resolution Scaling” or “Frame Rate” can reduce the load.

Data has been lost / Reset

Depending on the Steam Cloud synchronization status, your data may appear as if it has been reset.

We kindly ask you to check the following:

• Whether you are logged into the correct Steam account
• If you are playing on multiple devices, whether Steam Cloud synchronization has been completed

Additionally, for room data, it may be possible to restore it by selecting “Restore Room” from the top-right corner of the room editing screen. Please give it a try.

Network usage increases when closing the app

When closing the app, save data may be uploaded to Steam Cloud, which can temporarily increase network usage.

If you are concerned about network usage, disabling Steam Cloud may help reduce it.

However, please note that if Steam Cloud is disabled, save data will no longer be synchronized between different devices.

The app started behaving strangely after saving a photo or video.

This can happen if you don’t have full access permissions to the Pictures or Videos folder. Please grant permission and restart the app.

Cannot attach images to “g” mark on avatar items or props like smartphones in poses.

This is not supported. Only room items support attaching images to the “g” mark.

It’s hard to operate on Steam Deck.

This app can currently be played on Steam Deck, but it’s not optimized.

Avatar appearance is distorted / Parts of the avatar are stretched or missing

We are currently aware of an issue where the avatar's appearance may become temporarily distorted, and we are working on a fix.

If this issue occurs, please try restarting the app to see if it resolves the problem.